Senior Program Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Take ownership of the integrated portfolio of initiatives necessary for building, scaling, and continuously enhancing the global Voice of the Customer practice.

• Convert strategies and priorities into actionable roadmaps, workstreams, milestones, ownership, and success metrics.

• Create and manage the practice's operational rhythm, encompassing priorities, progress, dependencies, decisions, risks, and outcomes.

• Assess competing priorities and dependencies, pinpoint trade-offs, and suggest viable paths forward.

• Anticipate execution risks and obstacles, resolve issues, and offer recommendations to practice leadership.

• Foster accountability across cross-functional teams.

• Generate executive-ready communications that summarize portfolio status, issues, decisions, and their implications.

• Develop scalable program management methodologies, tools, templates, and processes.

• Utilize practice and program data to uncover trends, constraints, improvement opportunities, and leadership requirements.

• Lead intricate cross-functional initiatives from conception through implementation and measurement.

• Propel the development and launch of new Voice of the Customer offerings.

• Oversee strategic research initiatives involving internal teams, customers, external partners, and thought leadership or practice assets.

• Transform emerging ideas into structured, repeatable practice capabilities.

• Coordinate practice socialization and go-to-market initiatives across marketing, enablement, thought leadership, research, sales, and other collaborators.

• Identify opportunities for reuse, simplification, and enhanced impact across initiatives.

• Define success metrics and evaluate adoption, effectiveness, and impact.

• Lead retrospectives and efforts for continuous improvement.

• Act as a trusted program partner to practice leadership.

⛳️ Requirements

• Over 7 years of experience managing complex, cross-functional programs in program management, consulting, professional services, customer experience, practice development, or a related discipline.

• Proven experience in managing a portfolio of interconnected initiatives and translating strategic priorities into actionable plans.

• Strong expertise in program management, encompassing portfolio planning, prioritization, dependency management, risk management, governance, and measurement.

• Ability to function effectively in ambiguous and evolving environments.

• Excellent business judgment and problem-solving capabilities.

• Outstanding stakeholder management and influencing skills, including the ability to drive outcomes across teams without direct reporting authority.

• Superior written, verbal, and presentation skills.

• Capability to switch between strategic context and execution details.

• Strong analytical abilities and comfort with using program, operational, or business data.

• Proactive working style with the ability to anticipate needs, connect workstreams, and maintain momentum.

• A mindset oriented toward continuous improvement and the ability to create scalable processes.

• Preferred experience with Voice of the Customer practices, customer experience, consulting, CX research, or go-to-market offer development.

• Preferred experience in a SaaS, professional services, consulting, or other complex cross-functional environments.

• Familiarity with Asana, Smartsheet, or similar work management and portfolio management platforms is advantageous.

• Project Management Professional (PMP), Agile, or related program management training or certification is a plus.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities to work from home.

• Development and career advancement opportunities.

• Open Time Off in addition to 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Mentorship, learning programs, leadership development, and educational support.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources and regionally tailored programs for employees and their families.